Wrong packages and bundles removed but STILL NO REFUND

Item: MTN South Africa
Rating: 1
Author: Martin H

I had new packages loaded onto my phone and my wife's on the same day in July 2022. My wife's were loaded correctly but on my number they loaded the wrong ones and actually phoned me 3 days later to tell me this and do it all over again over the phone. But when I got my bill on 12th August I found that they were billing me for additional bundles I did not order plus they had charged an "early upgrade fee" triggered by reversing their OWN errors when they loaded the wrong packages. My wife's bill was almost correct, excepted for a wrong itemised billing charge but mine was overcharged by over R700. I have phoned at least 30 times over 2 months, been put constantly on hold, transferred to other departments who cannot help and the line drops constantly when talking to someone. I have been promised call backs by supervisors several time but NO-ONE EVER CALLS BACK. I received reference 9 numbers: ***, ***, ***, ***, ***, ***, ***, *** and ***. Eventually the wrong packages and bundles were been removed prior to the Sept 12th account but still one wrong itemised billing charge remained on my wife's number. However, getting a refund or credit of the R700+ in overcharges for August is IMPOSSIBLE. I cannot get hold of anyone who will do this. I just get passed from one person to another who creates tickets but no-one ever actions it!! If anyone at MTN ever bothers to read this the least you can do is PHONE ME to finally sort this out.

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Martin H's updateReviewer Update

07 Nov 2022, 15:51

An update on this issue. Another month has gone past and still no resolution. I have called MTN at least another 20 times and been transferred from pillar to post with the line dropping 50% of the time. I have been finally learnt that no-one is able to pass the required credit except the retentions department which created the error in the first place. I have again been promised many call backs of which zero ever happen. I have the name of a supervisor at retentions Persihle Nyeza who promised to fix it and call me back, but did neither. As always, when I call in I can only get hold of ordinary agents who can't help me. They say they will get the supervisor Persihle Nyeza to call me back, but he simply cannot be bothered. Today I have called MTN at least 7 times, holding a total of over 4 hours and I am still no closer to even speaking to the person responsible, let alone getting him to pass the credit I have been promised half a dozen times. It is hard to imagine how it would be possible for any organisation to provide worse a customer service than MTN

Martin H's update07 Nov 2022, 15:51

Reviewer Update